Every request from customers and staff with an owner, a deadline and an answer
Tickets arriving by email, WhatsApp, the website chat or a form land in a single queue. Requesters follow up on the portal. Agents reply with macros and Tali's help. Managers define queues, SLA and channels and measure the result.
For external customers and for internal staff, on the same desk.
Where support gets lost
The request came through three channels. Email to one person, WhatsApp to another, a chat message. Three people answering the same thing, or nobody.
Nobody knows who has the ticket. With no owner, the request waits. With two owners, each thinks the other replied.
The deadline is an opinion. Without SLA by priority and business hours, lateness is a feeling, and the customer is the one who complains.
The same question, every day. How to get a duplicate invoice, how to change the password. The answer exists, but every agent writes it again.
Classifies what comes in, suggests the reply and answers before the ticket
Every ticket arriving by email, portal, chat or WhatsApp is classified by Tali: queue, priority and urgency. Priority only goes up, never down. On an open ticket, Suggest reply fills the editor with a draft, and the person decides what goes out.
Automatic triage
Category, priority and queue suggested on arrival, based on content. The agent adjusts on the row itself if needed.
Reply draft
One click fills the editor with the proposed reply, using the ticket history and published articles. Sending is still your gesture.
Deflection through the help centre
Whoever is about to open a ticket first sees the articles that answer the question. Many questions never become tickets.
Tali in conversation
"Which tickets in my queue have no agent?", "How many breach the SLA today?", "Open a ticket for IT." It answers and executes.
A work queue, not an email inbox
The views are queues: Mine, Unassigned, My queue, SLA at risk, each with its counter alongside. Triage on the row itself, Enter takes you to the next.
The public reply goes out through the channel the ticket came from. Internal notes are seen only by the team. The SLA clock pauses while the requester has not replied and only counts during the queue's business hours.
A ticket's path
Arrives and is classified
By email, WhatsApp, website chat or form. Tali suggests queue, priority and urgency.
Gets an owner
By round-robin or lowest load, according to the queue's rule. Or someone assigns it, one row or several at once.
Gets a reply
With a macro, a suggested article, Tali's draft or from scratch. Internal note for the team, public reply for the requester.
Is resolved and rated
Send and resolve closes the gesture. The requester gets an invitation to rate from 1 to 5, and the rating stays on the ticket.
A resolved ticket reopens on its own when the requester replies. Triggers and time-based automations remind, escalate and close without anyone watching.
What is inside
The screens for requesters, agents and managers.
My requests
What you asked for, with status, deadline and the whole conversation. Reply right there when more information is needed.
Tickets
The team inbox: views, triage, replies, notes, bulk macros.
Channels
Email with a forwarding address, chat widget for the website, WhatsApp with the company number, public form.
Help centre
Articles published on a public help centre, suggested in replies and shown before a ticket is opened.
Reports
Volume by channel and queue, first-response time, SLA met, satisfaction and backlog.
Settings
Queues with distribution, SLA policy by priority, business hours, macros, triggers, fields and channels.
Where it fits
- Customer support: External customers open tickets on the website, by email or WhatsApp and follow up on the portal, without creating a platform account.
- Internal IT and infrastructure: Staff ask through the menu, the ticket lands in the IT queue with an SLA, and the help centre answers the basics first.
- HR and payroll: Duplicate payslip, vacation question, request for a letter: all with a number, a deadline and a recorded answer.
- Finance and purchasing: A payment or quote request arrives as a ticket and, when it needs approval in stages, becomes a process flow.
Questions about the service desk
Do customers need a TAI account to open a ticket?
How does email come in?
Is WhatsApp official?
Does Tali reply to customers on its own?
What is the difference between a ticket and a process flow?
Bring your support inbox and watch it become a queue
In 30 minutes, with your channels and your team, we set up the first queue with an SLA and Tali classifying what comes in.